Electron AppsNote
Keeping dispatch humane when call volume spikes
When the phones double, the failure mode is a dispatcher who stops eating lunch and starts assigning work to whoever picked up. Promise windows get overwritten. Techs hear about the next call while they are still in a crawl space.
The board has to show the promise you already made, in a color that is louder than the newest caller. We sort by window, not by who sounded the most upset.
You also need a way to say the day is full. Electron does not book over a closed capacity block unless a person drags the job there on purpose. That drag is the decision. It should feel like one.
If this is the problem in your office, book a walkthrough or email lisaf@electronapps.com.